CONCEPTEUR D’EXPERIENCES DE VOYAGE BILINGUE POUR LE SERVICE A LA CLIENTELE / BI-LINGUAL GUEST SERVICE TRAVEL ADVISOR

This job description is currently under review and subject to validation. Adjustments may be made before the final version is released.

PURPOSE OF THE JOB

The Call Center Service Agent serves as the primary connection between Club Med and its customers, including members and travel agents. This role focuses on providingtimelyandaccurateresponses to inquiries while delivering exceptional customer service. The agent plays a crucial role in resolving issues, documenting interactions, andidentifyingopportunities to enhancethe customerexperience.

GENERAL MISSIONS

1.Customer Support and Query Resolution

• Answer inbound calls and respond to emails professionally within the agreed SLA (e.g., 24 hours).

• Provideaccurateand detailed information on Club Med’s products, services, and policies.

• Solve client concerns and escalate complex issues when necessary to ensure satisfaction.

2.Data Entry and Documentation

• Document customer interactions comprehensively using CRM or other relevant tools.

• Maintain detailed andaccuraterecords of conversations with customers and travel agents.

• Process refund requests and ensuretimelyexecution and follow-up.

3.Upsellingand Value Addition

• Identifypotential upsell opportunities, such as tours, travel insurance, or other services.

• Proactively share relevant promotions or upgrades that align with customer needs.

• Support sales initiatives by reinforcing the value of Club Med’s offerings.

4.Team Support and Collaboration

• Collaborate with internal departments to resolve customer issues and follow up as needed.

• Contribute to teamobjectivesbyassistingwith administrative tasks and projects.

• Share customer insights to help improve processes and enhance service delivery.

5.Adherence to Customer Service Standards

• Ensure compliance with Club Med’s customer service policies and quality standards.

• Maintaina consistent,professionaltoneand positive attitude in all interactions.

• Keep updated on internal tools, new services, and procedures to ensureaccurateinformation is shared.

KPI(position requirementsobjective)

• Response Time: Percentage of customer inquiries handled within the SLA (e.g., 24 hours).

• First Call Resolution (FCR): Percentage of issues resolved in the first interaction.

• Customer Satisfaction (CSAT): Positive feedback percentage from customer surveys.

• Upselling Opportunities: Number ofadditionalservices/products converted from client interactions.

• Data Accuracy: Rate of error-free customer records and documentation.